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Provider Manual
Physical Therapy (PT), Occupational Therapy (OT) and
Speech Therapy (ST)
TNGA Provider Manual (3)
TABLE OF CONTENTS
Table of Contents .....................................................................................................................................2
Welcome! ................................................................................................................................................3
Important Contact Information ................................................................................................................4
Referral Process .......................................................................................................................................5
Evaluations .......................................................................................................................................................5
Referral Process for Therapy Providers ...........................................................................................................6
Communicating Referral Information to Therapy Network ............................................................................6
Assignment of Levels .......................................................................................................................................7
Global Period of Assigned Levels .....................................................................................................................8
Upgrade Process ..............................................................................................................................................8
Recommendation of Denial of an Upgrade Request .......................................................................................9
Continuation of Care after 1st Global Period has Expired ............................................................................. 10
Multiple Case Referral Requests ................................................................................................................... 10
Therapy (PT/OT/ST) Practice Guidelines....................................................................................................... 11
Claims Submission Protocols and Standards............................................................................................ 13
TNGA Payment Policies ................................................................................................................................. 15
Reimbursement of Upgrades ........................................................................................................................ 15
Claim Status Inquiry ...................................................................................................................................... 16
Coordination of Benefits/Subrogation.......................................................................................................... 16
Timing of Claims Payment............................................................................................................................. 17
Supplies and Equipment ......................................................................................................................... 19
Provider Complaint Process.................................................................................................................... 20
Quality Improvement ............................................................................................................................. 21
Provider Participation in Quality Improvement Procedures ........................................................................ 21
Attachments .......................................................................................................................................... 22
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WELCOME!
HN1 Therapy Network of Georgia (TNGA) welcomes your participation in the
provider network. We are pleased that you have opted to join our organization. As
a participating provider, you play a central role in the delivery of covered services
to our affiliated health plan members.
TNGA’s provider manual is intended to serve as a reference guide to assist you and
your staff in providing outpatient Physical Therapy (PT), Occupational Therapy (OT)
and/or Speech Therapy (ST) services to our affiliated members. We hope that you
will find the information included in this document to be concise and useful in
your role as a therapy provider. The intention of this provider manual is not to
dictate to the therapy provider the recommended plan of care, which remains
entirely in your hands as a licensed, qualified practitioner.
TNGA will send you updates to this provider manual from time-to-time, as the need
to amend the content is identified. Meanwhile, due to the rapid and frequent
changes that occur in health care policy and regulations, you may come across a
discrepancy between a current law and the process outlined by TNGA. In such
instances, the most current policy adopted by the member’s health plan, federal
and/or state regulations and laws, and/or the terms of your Provider Agreement
will supersede any such information contained in this provider manual.
Thank you for your participation in our provider network. We look forward to a
long and mutually beneficial relationship with you.
Sincerely,
Denisse Monserrate, M.D.
TNGA, Chief Medical Officer
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IMPORTANT CONTACT INFORMATION
The main telephone number for Therapy Network of Georgia (TNGA) is 1-855-8257818, which will give you the option of selecting the department you wish to
reach. However, some functions have been issued dedicated telephone and fax
numbers.
Department
TNGA
Main Telephone Numbers
Claims Processing
(Outpatient Therapy ONLY)
Member Services
Provider Relations
Referrals
Verification of Eligibility
Telephone
1-855-825-7818 OR
305-614-0119
Fax
1-855-597-2697 OR
305-614-0138
1-877-372-1273
Contact the Member Services Department at
the member’s health plan.
1-855-825-7818 OR
305-614-0119
1-877-403-5544
1-855-825-7818
1-855-597-2697
Contact the member’s health plan.
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REFERRAL PROCESS
PROVIDER
TYPE
Therapist
(PT/OT/ST)
EVALUATION
Therapist must have a
prescription or script from
the ordering physician
(Primary Care Physician [PCP]
or specialist).
No referral or
“preauthorization” is needed
from TNGA for therapist to
perform an evaluation.
PHYSICAL THERAPIES: PT/OT/ST
Therapist must complete the
TNGA Intake Form (Attachment
A) and submit via fax to TNGA’s
Referral Department for issuance
of a referral for episode of
treatment.
Use a separate Intake Form for
PT, OT or ST.
Therapy Network’s provider network is contracted for outpatient therapy
(PT/OT/ST) services ONLY.
Inpatient services ARE NOT included in the scope of TNGA’s referral process
and these services are subject to the patient’s health plan referral policies and
procedures.
Evaluations
Patient evaluations are covered for eligible members with a physician prescription
for therapy. No advance notification to TNGA is necessary. Referring physicians will
be given complete lists of network therapy locations, but you are encouraged to
educate your referral sources of your participation in the program.
Eligibility should be verified with the health plan. As noted in your contract, TNGA
will not guarantee payment except for those patients actually eligible with the
payer at the time of service, and reimbursement is subject to all other TNGA
contract provisions.
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Referral Process for Therapy Providers
Patients are entitled to all medically necessary, covered care as determined by the
treating therapist in consultation with the referring physician’s office.
In the event of a disagreement between a therapy provider and the referring
physician and/or patient (for example, the patient demands treatment with no
further clinical value), the case may be submitted to TNGA for clinical review and
to Wellcare for final medical necessity determination, if applicable.
Communicating Referral Information to Therapy
Network
Hours of Operation
Phone Number
TNGA Referral
Coordinator
Monday through Friday, 8:00 a.m. to
5:00 p.m. Eastern time
1-855-825-7818
Fax Requests
24 hours a day, 7 days a week
1-855-597-2697
Voice Mail Message
24 hours a day, 7 days a week
1-855-825-7818
As soon as possible after completing your evaluation, fax the information
requested on the applicable TNGA Patient Intake Form (Attachment A as
appropriate) along with the corresponding ordering provider’s prescription to our
Toll-free Referral Fax Line at 1-855-597-2697. You may also request a referral by
contacting our main number and selecting the option of speaking to a TNGA
Referral Coordinator. Upon receipt of an appropriately completed Patient Intake
Form, TNGA will provide a referral number related to the therapy services that are
to be provided. Please note the following regarding the TNGA Patient Intake Form:
For medical diagnoses, we are looking for the diagnosis in medical terms (e.g., 723.1 Cervicalgia). It
is not necessary but may be helpful to include the ICD-9 code so that the referral may be expedited
more quickly. For therapy treating diagnosis, we are looking for the functional reason for therapy if
not clearly evident in the medical diagnosis.
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Any developmental delays noted should be measured using a recognized, standard assessment tool
such as Peabody, Bailey’s scales, Bruiniks Oferetsky Test of Motor Proficiency, Individualized Family
Service Plan (IFSP), Individualized Education Plan (IEP), etc.
You do not need to answer questions for therapies you will not be doing. (For example, if you are
doing physical therapy, you would not answer the questions under occupational or speech
therapy.)
If providing therapy to a child, and the child is receiving any therapy service through the school
system this information must be provided (describe type and frequency of treatment) along with
the Individualized Education Plan (IEP).
If the therapy is related to surgery, please identify the date and nature of surgery on the Intake
Form.
If the therapy is related to a CVA, please submit the date of the CVA.
Please note that failure to submit a completed Patient Intake Form to TNGA could
result in nonpayment for your services. Claims should not be submitted to TNGA
prior to a provider receiving confirmation that therapy services have been
authorized by TNGA.
Assignment of Levels
Extended Episode Fees (Case Rates) are fixed rates over a period of time for all
necessary and appropriate treatment. Under this model, TNGA does not dictate or
specify exact treatment requirements or visit limitations. It is expected that the
therapy provider will provide appropriate care, delivered efficiently and with the
necessary patient (or parent/caregiver, as applicable) education to allow the
patient to meet his or her goals from activities both inside and outside the clinic.
The only acceptable course of action is to always provide appropriate care and
follow the upgrade process where necessary.
The assignment of levels is based on the diagnosis, intensity of services
normally required for patients with like characteristics, patient utilization and
circumstances to date. In general, levels are assigned as follows:
•
Level 1 One-time visit, Evaluation Only (e.g. Wheel Chair Consultation,
after evaluation provider determines no other therapy needed)
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•
Level 2 Mild to moderate diagnosis, including most fractures and spinal
sprains and strains
•
Level 3 Moderate to more severe diagnosis; most shoulder issues other than
joint pain, most post-operative treatment, arthritis, fractures, MS,
CVAolder than 4 weeks, Arthroscopies, Spinal Stenosis
•
Level 4 Severe diagnosis; THR, TKR, TSR, CVA less than four weeks;
Developmental Delays, Rotator Cuff Repair
•
Level 5 Severe and catastrophic cases (will be reviewed by a Clinical
Consultant)
Global Period of Assigned Levels
Each referral is assigned a specific period of time. The following are general
time frames that are determined by the condition.
2 Months
6 Months
For all assigned levels except Developmental Delay
Developmental Delay
Exception to 6 month Global Assignment for Developmental Delay
If a therapy provider determines that a presenting patient is an exceptional case
requiring greater intensity of services, the therapy provider may request review of
their case by a clinical consultant for a shortened time period of global
assignment. The provider must indicate clearly in the documentation submitted a
minimum of the following information to substantiate this request: IFSP/IEP,
Functional Assessment Results, Percent of age delay.
Upgrade Process
There may be instances when a higher level than originally assigned may be
justified due to special complicating factors requiring more intensive treatment
relative to the basic diagnosis or, in other cases, TNGA may have based the level
on inaccurate or incomplete information submitted by the requesting provider. For
these cases, a review process that could result in a higher level is available. If
necessary, a peer-to-peer consultation may be requested by a therapy provider.
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Requests for an upgrade of the assigned level can be made by filling out the
Upgrade Request Form (Attachment C) indicating the nature of the request, the
number of visits scheduled, the number of visits completed, the date of the last
visit, and by submitting the Evaluation and Plan of Care and Progress Summary
Report. Any request for an upgrade must be made during the time treatment is
being provided to the member and within the time period for which services have
been authorized.
These requests will be reviewed by a TNGA Clinical Consultant. It is important that
the evaluation and progress summary include the following appropriate standards
of documentation:
Patient deficits in strength (MMT), range of motion (ROM), etc. expressed objectively
Specific treatment goals defined objectively with time frame to achieve goal
Relevant factors included (e.g., date of surgery or a significant change in condition)
For developmental delay, actual measurements of the delay using a standardized assessment tool
and complete documentation of any improvement achieved in therapy
In addition, please note the following regarding the upgrade process:
When requesting an upgrade of an assigned level, you will need to submit the Evaluation, Plan of
Treatment, and Progress Summary.
For the benefit of the member, all providers utilizing the upgrade process should not discontinue or
delay their treatment to the member.
If at any time the provider would like to further discuss an upgrade request or issue, please call the
Referral Department to request a peer-to-peer review with our clinical consultant who reviewed
the upgrade request.
Recommendation of Denial of an Upgrade Request
TNGA will coordinate a peer-to-peer review before any recommendation of denial
to an upgrade request is made. Historically, this peer-to-peer review resolves any
need for such action by TNGA and TNGA and the provider come to an agreement
on the level issued. If however, the provider is not in acceptance of the level
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issued, and TNGA must subsequently make a recommendation of denial. This
recommendation of denial will be forwarded to Wellcare of GA by TNGA for final
determination.
Continuation of Care after 1st Global Period has
Expired
In order to facilitate a new referral, ALL of the following steps should be taken:
Obtain a new or renewed physician prescription from the patient’s Primary Care Physician (PCP) or
ordering specialist.
Perform a re-evaluation of the patient and fill out a new Therapy Intake Form.
Submit re-evaluation and previous evaluation, if available, to TNGA.
Upon receipt of the information listed above, TNGA will review the submitted
documentation. TNGA will issue a new level and a new episode of care begins.
Multiple Case Referral Requests
If a therapy provider determines there should be two separate case referrals
instead of one for a patient under different therapy disciplines (e.g. PT and ST), a
separate Intake Form along with the referring physician’s prescription for the
separate condition must be submitted following the evaluation of the patient.
TNGA will refer a request for a multiple case referral, or any subsequent, additional
referrals for a patient who is already under a therapist’s care for a separate case to
a clinical peer reviewer. The clinical peer reviewer may then contact the requesting
provider for a peer-to-peer discussion if the reasoning for the multiple or
additional referrals is unclear.
In all instances, a requesting provider is always notified of the outcome of his or
her request for a referral.
Any additional referral issued by TNGA is for a specified time period, beginning on
the date of the additional patient evaluation.
In addition, please note the following with regard to multiple case referrals:
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You will need to submit the ordering provider’s prescription in order for TNGA to make the
appropriate determination.
TNGA does not issue a separate episode level for symptoms or conditions associated with the main
diagnosis. For example, for a therapy request for Status Post Total Knee Replacement, TNGA assigns
a level according to date of surgery. Concurrent requests for pain, including back pain, gait,
instability, muscle weakness, etc. are all due to the main diagnosis, and TNGA will not issue a
separate level.
If, after treating a member for several weeks, you find that the initial level is not sufficient, you
have the option to initiate the upgrade process.
Fixed Fees (no levels-fixed reimbursement)
Fixed fee reimbursement provides for a fixed fee per patient per episode,
regardless of diagnosis or the need for one or more types of therapy services (i.e.
physicial therapy, speech therapy or occupational therapy). This referral process is
exclusive to providers with a multi-discplinary practice who have a fixed fee
reimbursement schedule contractually.
There are two episodes that can be issued in the Fixed Fee model.
A Full Episode is all services of one or more particular mode of therapy (physical,
occupational or speech) within a nine (9) month period of time. This episode is
issued for a patient who is receiving therapy services with the requesting provider
as a new patient.
A Transitional Episode is for services for patients whose course of treatment is
partially covered under a different contractual arrangement prior to or after the
services incorporated under this Agreement and/or for services provided to
patients beyond the time period of the Full Episode Fee.
In the fixed fee reimbursement model there are no upgrade requests. The
referral is issued for a full episode of care or a transitional episode of care. The
reimbursement is fixed at the full episode reimbursement fee or the transitional
episode reimbursement fee.
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Babies Can’t Wait Enrolled Members
If providing therapy to a child, and the child is enrolled in the Babies Can’t Wait
Program the provider must submit the Individualized Family Service Plan (IFSP),
which must indicate that the child is enrolled in Babies Can’t Wait. Services
provided to a member who is enrolled in the Babies Can’t Wait Program will be
eligible for a fee for service reimbursement.
Therapy (PT/OT/ST) Practice Guidelines
When making medical necessity recommendations of denial for Medicaid and
Medicare members, TNGA’s clinical staff applies the applicable Clinical Guidelines.
For Medicare members, TNGA’s staff adheres to CMS coverage guidelines. For
Medicaid members, TNGA’s clinical staff applies the applicable Medicaid Benefit
Policy Manual.
For any medical necessity recommendation of denial, the clinical consultant shall
make an attempt to contact the requesting provider for peer-to-peer consultation.
In addition, the provider may request a copy of the clinical guidelines used to
determine the recommendation of denial.
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CLAIMS SUBMISSION PROTOCOLS AND
STANDARDS
TNGA offers three methods of claims submission for providers to submit their
claims.
EDI:
TNGA’s preferred method of claims receipt is Electronic Data Interchange (EDI).
TNGA utilizes Emdeon (WebMD) as their clearinghouse for the receipt of all EDI
claims. The payer ID* numbers to submit your EDI claims to TNGA are:
•
•
For professional claims (837P): 65062
For institutional claims (837i): 12k89
*Please note that these payer ID numbers are listed as HN1 (Health Network
One) Therapy Network with Emdeon.
You do not need to be an Emdeon client to bill your claims via EDI to TNGA. Please
contact your billing software vendor and have them add the TNGA payer ID
number so your claims can be billed via EDI. For more information on how to
submit your claims for TNGA via EDI, please visit the Emdeon website at
www.emdeon.com.
DDE:
Therapy Network offers providers a multi functioning Provider Web Portal that
allows contracted providers to perform several claims features. Providers are able
to submit their claims via Direct Data Entry (DDE) as well as to check claims status
of their previously submitted claims (regardless of the submission method).
Providers may access the Web Portal by logging into www.healthsystemone.com.
For questions concerning the web portal or to request a Provider Web Portal
account, please send an email to [email protected]. Include
your contact name, TIN, provider contact name, provider contact email and
provider contact phone number.
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Once an you have a Provider Web Portal account, if you are having technical issues
(e.g. locked accounts, password re-sets, etc…), please send an email to
[email protected].
PAPER:
If your practice is not currently able to submit claims either via EDI or DDE, please
submit your paper claims on either a CMS-1500 or UB-04 form to:
HN1 Therapy Network
Attention: Claims Processing Center
P.O. Box 350590
Fort Lauderdale, FL 33335-0590
How to bill TNGA (key points):
•
Only send to TNGA claims for outpatient therapy services that have a date of
service of February 1, 2014 or later.
•
Always use a CMS-approved format, whether electronic or paper.
•
The NPI of the rendering provider or supervising therapist is required on each
claim submitted, in addition to the group NPI number.
•
In addition to the rendering provider or supervising therapist NPI, please
include the NPI of the Ordering, Prescribing and Referring provider.
•
The NPI submitted on the claim, must be the same NPI that you have used when
enrolling in the Georgia Medicaid program.
•
Please ensure you submit your claims using the TIN you used when you
contracted with TNGA.
•
Always make sure to include the service location on the claim.
•
Do not bill for different types of services on the same claim (e.g., do not list
outpatient PT and outpatient OT on the same claim).
•
Therapy providers must always document the appropriate TNGA Referral
Number on the CMS-1500 from, the fields are Box 23 for prior authorization.
Claims that do not include this information may be denied for payment.
•
Therapy providers must always bill each episode of treatment separately so the
referral number relating to the service you provided can be clearly identified on
your claim.
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•
Therapy providers who have multiple referral numbers for the same member
must list the referral number applicable for each episode of treatment on
separate claims (e.g., if a member is provided therapy for shoulder and lower
back at the same time).
•
Medicare-recognized Part B providers MUST bill on a CMS-1500 or 837P form
and MUST submit both the group NPI and the rendering NPI information per
claim. On the CMS-1500 form, the fields are Box 33a for the group NPI and
Box 24j for the rendering NPI.
TNGA Payment Policies
Services are reimbursed as described in the Provider Services Agreement and/or
the applicable Payer’s Plan Addendum of your contract. Any Extended Episode Fee
(Case Rate) payments cover all services covered over a period of time and thus
often will cover multiple dates of service; however, it is still necessary for a claim
to be submitted for each date of service for a patient. This allows us to meet data
reporting responsibilities to the health plan, enables us to give you accurate
reports and profiles, and provides us with information needed for internal
monitoring and review. A referral shall be in writing from TNGA. A notice in writing
from any other person or entity, including a referral from a primary care physician,
other provider or payer, shall not constitute a TNGA referral.
To meet timely filing requirements, therapy claims submitted for payment must be
submitted within six (6) months after the month in which services were rendered.
Payment for therapy claims received beyond this time frame shall be denied for not
meeting timely filing requirements.
Any question you may have regarding your contract or other issues not specifically
related to referrals or claims may also be directed to TNGA’s Provider Relations
staff.
Reimbursement of Upgrades
If a member’s referral is upgraded to a higher level after TNGA issued payment at
the initial level (e.g., a referral for a service is issued at Level 2; however, after
treatment has begun, the provider is granted an upgrade to Level 4), the initial
payment (at Level 2 rates) will be recouped and a new payment (at Level 4 rates)
will be issued to the provider; the provider will be paid the full amount for the
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higher level, less the payment that they already received for the initial level. This
payment will be made to the provider after the issuance of the higher level by the
TNGA Referral Department. See Timing of Claims Payment for a timeline.
Claim Status Inquiry
For claims status inquires, the Provider Web Portal enables the provider to check
the status of your submitted claims 24/7. Most providers using this method find it
the most efficient way to obtain the status on a submitted claim.
You can also call the TNGA Claims Department and speak to a TNGA Claims
representative Monday through Friday from 8:00 a.m. to 5:00 p.m. at 1-877-3721273. Please listen carefully to select the proper option.
Coordination of Benefits/Subrogation
TNGA will investigate and coordinate benefits, where applicable. TNGA may, from
time to time, need to request information from its contracted providers in order to
assist with this process.
If payment had been issued on a case for which TNGA later determines that other
coverage is available (for example, TNGA authorizes and reimburses a provider for
treatment to a health plan member suffering from lower back pain, and after
payment is issued, TNGA is notified by the plan or the provider that the
patient/member was involved in a car accident and covered under the automobile
insurance policy), TNGA will exercise its rights to subrogation through the health
plan.
Do Not Send Outpatient PT/OT/ST Claims To
The Health Plan.
Payments inadvertently made to you by the health plan are
overpayments and must be returned to them.
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Timing of Claims Payment
TNGA’s claims payment turnaround standards are as follows:
Medicare Recipients:
•
•
95 percent of clean electronic claims for are paid within 15 calendar days
from the date of receipt.
95 percent of clean paper claims are paid within 30 calendar days of receipt.
Medicaid Recipients:
•
•
95 percent of clean electronic claims are processed in 15 business days.
95 percent of clean paper claims are paid within 30 calendar days of receipt.
Claims Payment Dispute:
Medicaid providers of Therapy Network of Georgia (TNGA) have 3 months from the
end of the month of payment to make a claims payment dispute. However, TNGA
reserves the right to consider all requests received after the 3 months have been
exhausted.
For Medicare providers TNGA adheres to the CMS guidelines that govern the reopening and revising of finalized claims. CMS stipulates that clerical errors (which
include minor errors and omissions) are classified as “re-openings” instead of
reconsiderations. Clerical errors include both human and mechanical errors and
include but are not limited to: Mathematical or computational mistakes, inaccurate
data entry, or denial of claims as duplicates.
In addition, if a Medicare health plan issues an adverse organization determination
because it did not receive requested documentation and the party subsequently
requests a reconsideration with the requested documentation, the organization
must process the request as a “reopening”. TNGA classifies these re-openings as
an adjustment claim. Re-openings and/or adjustments requests may be requested
in writing or by telephone.
Please call the Claims Department at 877-372-1273 and speak with a TNGA claims
representative to inquire or to request a claims adjustment.
Claims Appeals:
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Claims Appeals or a redetermination requests
“reopening/adjustment” must be submitted in writing.
not
classified
as
a
All claim appeals received will be processed within 30 days of receipt. The PO Box
to submit a claim appeal or a “reopening” is:
Therapy Network
P.O. Box 350590
Fort Lauderdale, FL 33335-0590
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SUPPLIES AND EQUIPMENT
•
Off-the-shelf supplies
reimbursement.
are
not
reimbursed
separately
from
the
listed
•
Custom splints made by hand therapists with a physician prescription are
eligible for separate reimbursement. Fax in the specific request by completing
the Splint Intake Form (Attachment B) with materials used, and payment will be
assigned according to the TNGA fee schedule.
•
Other braces and splints, orthotics and prosthetics, and durable medical
equipment are not included in our contracts with health plans and should be
referred to the health plan’s designated, participating network providers by the
physician.
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PROVIDER COMPLAINT PROCESS
Any participating provider can formally express their dissatisfaction with TNGA’s
policies, procedures, or administrative functions by submitting a written dispute
via facsimile or mail.
Facsimile: 1-877-403-5544
Mailing Address:
HN1 Therapy Network
P.O. Box 350590
Fort Lauderdale, FL 33335-0590
Provider must file complaint 30 days from the date of the incident resulting in the
complaint.
•
When your complaint cannot be resolved within five days, the Provider
Relations Representative will acknowelde the complaint in writing and notify
you that the issue will be resolved within 30 days of the original date of your
complaint.
• Once resolved, the Complaint Resolution Outcome Letter will be sent to
complainant describing the outcome determination.
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QUALITY IMPROVEMENT
Provider Participation in Quality Improvement
Procedures
HN1 TNGA has a comprehensive Quality Improvement Program, which includes the
following:
•
•
•
Quality Improvement (QI) Indicators that measure the outcomes of process of
care and service, such as: referral timeliness, over-/underutilization rates,
denial recommendations, denial overturns, inter-rater reliabilities, telephonic
accessibility, etc.
Recredentialing process that includes the timeliness of application and
documentation submission by all participating providers in order to comply
with the three-year recredentialing process.
Peer review process that includes inter-rater reliability audits of providers,
medical records reviews, approved practice guidelines and the Peer Review
Committee process when a quality-of-care issue has been identified and
researched that requires a determination to be made by a panel of peers.
All participating providers are obligated to comply with the requirements of the
Quality Improvement Program.
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ATTACHMENTS
The following is a list of forms and referenced documents that are attached to this
provider manual:
Attachment A:
Therapy Intake Form
Attachment B:
Splint Intake Form
Attachment C:
Upgrade Request Form
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